Customer Success Manager – SMB

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage a portfolio of 60 SMB accounts, with a total value of around $1.5M.

• Oversee the complete renewal process for each account within the portfolio.

• Foster retention, growth, and product utilization.

• Establish strong relationships with customers and key stakeholders.

• Lead all customer communications, including regular check-ins, business reviews, and renewal discussions.

• Gain a comprehensive understanding of customer objectives, requirements, and success metrics.

• Implement automated customer strategies for onboarding, product adoption, and re-engagement.

• Utilize AI tools to draft, review, and tailor customer communications.

• Contribute to scaled initiatives such as weekly tips emails, live office hours, and a customer community.

• Identify trends and propose strategies, content, or automations that benefit multiple customers.

• Provide customers with resources, guidance, and best practices.

• Assist customers in measuring and articulating Balto’s value, ROI, and performance impact.

• Collaborate with internal teams to enhance customer success.

• Identify and pursue opportunities for expansion through additional licenses and product add-ons.

• Collaborate with internal stakeholders to propose pricing, product expansions, and terms.

• Recognize customer risks, roadblocks, and adoption challenges using AI-driven health scores and indicators.

• Resolve issues and coordinate solutions effectively.

• Monitor customer health, usage, and engagement to mitigate churn and enhance outcomes.

⛳️ Requirements

• A minimum of 3 years of experience in Customer Success, Account Management, or a similar customer-facing position.

• Proven experience managing relationships with SMB or mid-market customers, preferably in a scaled or tech-touch model.

• Excellent written and verbal communication abilities.

• Strategic thinker with a keen attention to detail.

• Strong organizational and time management capabilities.

• Proficiency in analyzing customer usage data to identify trends.

• Hands-on experience utilizing AI tools like Claude or ChatGPT in daily operations.

• Experience in creating or managing automated playbooks within customer success platforms such as ChurnZero, Gainsight, or similar tools.

• Familiarity with change management and adoption initiatives.

• Working knowledge of Excel and comfort with basic data analysis.

• Empathetic, customer-first approach with a strong desire to deliver value.

• Ability to work remotely from anywhere in the U.S.

🏝️ Benefits

• Medical

• Dental

• Vision

• 401(k)

• Unlimited PTO

• Learning stipends

• Fully remote work

• Career growth paths towards Senior Customer Success Manager, Enterprise Customer Success Manager, and Leadership